Solvis Consulting, LLC

MyCRMCareer.com Review

We've been working with MyCRMCareer.com for some time now, and highly recommend their web site and services. They define themselves as:

" The CRM industry's first Social Network dedicated to CRM Professionals in Sales, Marketing, Support
and IT Professionals involved with Customers."

Recently, they have partnered with Neighborhood America, a leading provider of Social Networking solutions. Working with Neighborhood America, MyCRMCareer.com has upgraded their site to allow Web 2.0 concepts such as profiles, blogs, posts and threads on various topics.

Excellent idea! This greatly facilitates the communications between the various user groups, including Employers, Consultants, and those seeking employment.

We highly recommend visiting and joining MyCRMCareer.com.

A Customer Definition

Without a concrete definition of what a customer is, your CRM strategy (processes, people, culture, technology), will always have the deal with the  "definition of the day". Every employee will have different perceptions of what customer is, affecting the overall customer experience.

Our definition of a customer is:

A customer is a person that has many roles, that can influence (or not) a buying decision, as a consumer or a contact in an organization (i.e. a business partner, a company, government, etc).

The characteristics of this person are based on contact relationships, accounts, transactions, and  organization the person belongs to.  These characteristics are then classified by data attributes in the database and/or different systems and most be part of all business rules regarding people, processes and technology. These attributes are divided in 5 major sections: 

1. Demographics: age, sex, hobbies, preferences, dislikes, etc
2. Deterministic: title, name, roles, address, email, mobile, phone, etc.
3. Inferred: customer value, sales, complaints, satisfaction, segment, etc.
4. Relationships: accounts, family, friends, organizations, social media, etc.
5. Interactions & Transactions: emails, phone calls, purchases, cases, collections etc.

This definition needs to be implemented in all your processes and CRM technologies, and most be part of your CRM change management.

By Jesus Hoyos

Certificación en CRM - Applied CRM Strategy

The Latin American Tour 2008 - Applied CRM Strategy continues this October in Argentina:

1. Córdoba: October 27 & 28
2. Buenos Aires: October 30 & 31

For more information go to this link (Spanish).

Great event - Congreso de Call Center & CRM in Córdoba

Visit Jesus Hoyos' blog to read some of the postings during the Córdoba event - Congreso de Call Center & CRM del Interior del País. Jesus returned to the conference for a second year to talk about CRM 2.0, Customer Experience & Call Centers. The event had more than 400 participants and key presenters from the region. Jesus' blog has pictures, his presentation and postings from some of the lectures. Jesus also had the oportunity to give interviews to the local press and other media channels from Argentina.